Head of Resiliency - Enterprise Infrastructure

Join a digital first bank that’s powered by people.

Our technology team builds innovative digital solutions rapidly and at scale to deliver the next generation of banking services for our customers around the world.

Enterprise Infrastructure (EI) sits at the heart of HSBC’s Chief Technology Office (CTO) – operating, maintaining & transforming the on-premise technology infrastructure used by HSBC to host applications & services globally. EI’s product catalogue spans servers, storage, databases, mainframe, middleware, internal cloud & automation technologies amongst others.

You will lead service resilience & recovery for Enterprise Infrastructure globally, spanning first-line production support; service quality measurement / tracking; initiatives to continuously improve service quality & resiliency strategy.

Job Requirements:

• Lead the global first-line production support team to ensure high availability & reliability of technology infrastructure & oversee the resolution of high severity incidents.
• Act as the primary escalation point for major incidents, co-ordinating recovery & communication across technical & business stakeholders.
• Oversee and co-ordinate incident management processes, ensuring timely resolution & root cause analysis of critical issues.
• Analyse incident trends, proactively identify issues & design & execute initiatives to improve service quality (eg: reduce incidents, reduce mean-time-to-detect / respond / recover, increase % disruptive free change).
• Prepare and present regular reports on incident metrics, system health & improvement initiatives to senior management.
• Drive innovation including automation & self-healing solutions to improve customer experiences, streamline operations & reduce incidents. Collaborate closely with engineering teams & platform owners to optimise infrastructure & address potential issues.
• Collaborate with global teams to standardise support processes & share best practices.

Qualification and Skills:

• Experience in Technology infrastructure support, with experience within a managerial or leadership role.
• Proven expertise in incident management, Technology operations & technical problem solving.
• Extensive experience of leading first-line / production support teams globally.
• Exceptional communication & problem-solving skills to manage high-pressure situations effectively.
• Strong understanding of technology infrastructure & relationship with consuming applications & services – ideally within banking organisations.
• Technical understanding of servers (Linux / Windows), virtualisation, database administration, middleware, WebSphere , Cloud & storage technologies.
• Expert relationship management & ability to influence a diverse range of senior stakeholders.
• ITIL certification or equivalent experience preferred.
• Commercial experience including budget & resource management.
• Customer-first mindset.

This role is based in Sheffield

Being open to different points of view is important for our business and the communities we serve. At HSBC, we’re dedicated to creating diverse and inclusive workplaces - no matter their gender, ethnicity, disability, religion, sexual orientation, or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best. 

If you have a need that requires accommodations or changes during the recruitment process, please get in touch with our Recruitment Helpdesk:

Email: hsbc.recruitment@hsbc.com

Telephone: +44 207 832 8500